Overview
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Learn how to put a positive slant on a negative situation, and leave your customers feeling heard and valued.
Syllabus
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Introduction
- Telling a customer what you can do
- Be positive with customers, not provoking
- Pacing your customers
- Ask what else your customers may need
- Use partnership language with customers
- Overcome resistance with customers
- Empathize for positive interactions with customers
- Words and phrases to avoid, and better options
- How to apologize to customers
- Positioning your return and refund policies
- Issues with billing or customer rewards
- Your competitor is better
- Start, stop, continue exercise
